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Bad customer service experience with Fixe Hardware
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By Unassigned User
Jul 17, 2012

No worries Buff, I got a rule list up to #344. Sometimes I break them. Breaking rules gives me a warm fuzzy feeling inside, like I swallowed a small kitten.


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By Buff Johnson
Jul 17, 2012
smiley face

(Zombieland Rules are now in effect until further notice)


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By Unassigned User
Jul 17, 2012

Doh! So much fail! I missed the Zombieland reference. Too eager to make my own witty comment. So if Elena pops up is double tap the right strategy?


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By ABB
Jul 17, 2012

Hey folks, pardon the interruption to the stoning but before you crucify Kevin Daniels/FIXE USA please be considerate enough to thank him for his generous support of us climbers via the two prolific anchor-replacement organizations in the country, The American Safe Climbing Association (ASCA) and Climbing Magazine’s Anchor Replacement Initiative (ARI). Rhetorical question: what percent of climbers have donated, habitually or ever, to either? Stainless ain’t cheap but, oh boy, isn’t it pretty, especially when you’re flyin’ past it?


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By Princess Mia
From Vail
Jul 17, 2012
Chillin' at City of Rocks

^^^^^+1


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By NYClimber
From New York
Jul 17, 2012
Awesome slab climb right out of the water! Rogers Rock, Lake George, NY. Summer 2013.

Sorry Delta Bravo...I would buy Fixe's wares if they were selling cams for $25 each. Fuck it...I'll pay full retail before I succumb to that BS. I make way to much $ to fuck around with someone over $25! Hell...most guys blow that on 4 meals at Burger King! LOL.


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By Kenny Thompson
From woodfords, california
Jul 17, 2012
gorge

dead horse
dead horse


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By NYClimber
From New York
Jul 17, 2012
Awesome slab climb right out of the water! Rogers Rock, Lake George, NY. Summer 2013.

Awww Kenny...do we have to bring animal rights into this debate as well?


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By Mark E Dixon
From Sprezzatura, Someday
Jul 17, 2012
At the BRC

Kevin's email strikes me as blunt but not rude. Apparently a lot of folks need their bad news sugar coated.
I agree with Delta Bravo, I'm going to buy the best gear at the best price. I don't need a smiley face on the receipt.
Mark


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By J. Albers
From Colorado
Jul 17, 2012
Bucky

ABB wrote:
Hey folks, pardon the interruption to the stoning but before you crucify Kevin Daniels/FIXE USA please be considerate enough to thank him for his generous support of us climbers via the two prolific anchor-replacement organizations in the country, The American Safe Climbing Association (ASCA) and Climbing Magazine’s Anchor Replacement Initiative (ARI). Rhetorical question: what percent of climbers have donated, habitually or ever, to either? Stainless ain’t cheap but, oh boy, isn’t it pretty, especially when you’re flyin’ past it?


Habitually to the ASCA. And yeah, SS sure is purdy, so thanks Kevin. Now, if we could only get Kevin to quit selling plated hardware, then we would all be better off!! Probably even the poor ol' OP.


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By Kenny Thompson
From woodfords, california
Jul 17, 2012
gorge

What's wrong with plated hardware?


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By Old and Busted
From Centennial, CO
Jul 17, 2012
Stabby

I have inspected my plated gear placed in '88 and it is fine. Plus, nothing shines as bright as a fresh line of non-painted plated hangers when the sun hits. its like a set of runway beacons you can see a mile away. Perfect for a Rock Nazi DB such as myself.
Full disclosure, I get a bag of 100 Fixe plated hangers on about a every-other year basis. And I always wait Kevin out until he puts them on sale for under $2 per unit.


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By Kenny Thompson
From woodfords, california
Jul 17, 2012
gorge

Yeah, no shit I've pulled plated 5 piece rawls I placed in the early nineties with ss hangers and they are bomber right down the threads. Not to say that would be the case in all areas but I would say in most cases they are fine and probably after 20 years bolts should be replaced no matter what they are.


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By s.price
From PS,CO
Jul 17, 2012
 Morning Dew ,self portrait

Never had a problem with Fixe. All goodness.


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By Jake Jones
From Richmond, VA
Jul 17, 2012
Me and the offspring walking back to the car after a day of cragging.

TheBirdman wrote:
Yes you can Mary! So let me get this straight Jake, you're offended by the racial implications of a white wine comment but chauvinism is perfectly acceptable in your view (see quote from another thread below)? Talk about the pot calling the kettle black. Jake Jones: Aeryn wrote: "So my "Totally Mindless Chalk Use" post has led me to an additional question... what climbing etiquette should be abided by? For me, climbing etiquette involves: 1. Climbing thoughtfully. That covers a lot... but with respect to chalk (as that is what prompted this post), use chalk sparingly and only when necessary, don't leave handprints or other doodles, and do what you can to ensure you are not dropping chalk bits behind you; 2. If you are camping at large, don't camp next to someone (without their consent) just because it is a choice spot... some folks just want to be left alone; 3. If you are at a crag and there are only two other people there, don't set your anchor on top of theirs and climb the routes they are on (again, without their consent)... climb something in close proximity; 4. Pick up after yourself. "Leave no trace" is a damn good rule to live by. Also, I wholeheartedly encourage everyone to pick up the trash others have left behind; 5. Don't climb up someone's ass... not literally (again, if you have consent, go for it), but when on crowded routes be patient; 6. Keep quiet unless circumstances indicate otherwise. Lots of us like to get lost in the solitude of the rock... respect that and don't be rowdy unless rowdy is called for; 7. Don't put cigs out on the rock. It leaves a mark that is kinda ugly (imho); 8. If you add webbing, etc. to an anchor, be conscientious of what's left behind. If you add new, consider cutting and carrying away the oldest piece.... That's all I can think of at the moment, but I'm certainly interested in others' ideas. Though I rarely climb with others around, might be I've been pissing a whole lot of folks off without even realizing it..." What are you wearing? Furthermore, Scott McMahon said: I can't resist this...haha!!! Great Stuff! MaryR does not have any contributions that have been rated Great or Useful. Maybe Mary is just out warming up on climbs 2 number grades above your project instead of racking up great comments on MP, Scott. Consider this a gentle reminder of Rule #1. And now back to your regularly scheduled programming of a pissing contest of completely irrelevant opinions regarding customer service.


Allow me to clarify. It was a joke. I do that a lot. Some people have noticed. Some have not. If you were offended by me joking with someone that takes themselves too seriously, I apologize. It's good to see that chivalry isn't dead. This was also a joke.


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By Henry Braun
Jul 17, 2012

mapeze wrote:
Kevin, just to clarify: Totem is not receiving subsidies. We get the capital needed to start with the manufacturing and commercialization of Totem Cams from various sources: - Our pocket. - Venture capital investment group. This group is government dependent. They invest on our project with a certain conditions that can be or not be profitable for them. The time will say. - Three loans guaranteed by our patent. We are now paying back the loans and we will need to pay to the venture capital investment group an amount fixed by the conditions we firmed. We sell our products in US at a given price to compete with another brands. Our price is not lower than our competitors price excepting Fixe, and in the case of Basic Cams the price is the same as Aliens price when they were made by CCH. And to be clear: our first goal is to get a job where we will be happy, trying to improve climbing gear. Many times is not easy nor comfortable. I hope I earn your respect.


Now THIS is how you conduct yourself when representing your business. The guys at Totem make an equivalent product for a better price and at the same time manage to avoid being egotistical cockbags on the internet. Plus, totem cams are probably the biggest innovation to hit the market in several years...and when people on MP wonder how they work, mapeze goes and posts up a document on the Totem website explaining it all. Total class act on all levels.

Mapeze, will you ever be releasing basic cams in all the original alien sizes? While you're at it, can you send me a couple dozen totem cams for free? ;) Just kidding, but seriously...I want them so bad.


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By Unassigned User
Jul 18, 2012

Wait jake jones jokes? What? Dude I thought you were serious all this time.


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By Daryl Allan
From Sierra Vista, AZ
Jul 18, 2012
Me and my Fetish I guess.. ;)

Horse not dead quite yet.. [drags carcass over for closer inspection]

So this entire thing is because of this??

----------------------
From: Kevin Daniels @ Fixe Hardware
To: Me

No,
Sorry but I cant honor that or I will be honoring something every darn day.
kevin


THAT is offensive?? Even if i had never dealt with Kevin/Fixe before, if that was the first email I had ever received from him, I think I would have to force myself to find that offensive, rude, or anything less than someone treating me like a person and not insulting me by putting me on some superficial pedestal just to cuddle and pamper me.

Unreal.. "move along"


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By NC Rock Climber
From The Oven, AKA Phoenix
Jul 18, 2012
tanuki

Daryl Allan wrote:
Horse not dead quite yet.. [drags carcass over for closer inspection] So this entire thing is because of this?? ...


FWIW, my opinion was that the OP was making a mountain out of a mole-hill. The original reply from Fixe was "C-" customers service, but nothing "horrific." It was Fixe's subsequent bashing on Totem and their other comments in that post that I found very unprofessional. We can argue all day long about what is rude and what constitutes good customer service. I believe that bashing your competition and making questionable accusations against them in a public forum sucks. That is what makes me see Fixe in a very unfavorable light.


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By Tristan B
From La Crescenta, CA
Jul 18, 2012
Hanging out on Royal Arches

I ordered a guide book from Kevin Daniels Publishing and it came quick and was cheap. Thanks for the great service KD!

kdanielspublishing.pinnaclecart.com/guide-books.htm


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By Kenan
Jul 18, 2012
Shelf Rd

Daryl Allan wrote:
So this entire thing is because of this?? ---------------------- From: Kevin Daniels @ Fixe Hardware To: Me No, Sorry but I cant honor that or I will be honoring something every darn day. kevin


No, it wasn't just that. Did you read the post? It was his subsequent message that I felt was over-the-top. Then his posts on the forum didn't seem to help his cause.

It was the follow-up posts by the peanut gallery that made a mountain out of a mole hill, with several people making personal attacks and judgments against both me and Kevin. But that's the way of the Internet forum.

This started (and should have ended) as a thread about my experience with his customer service (or lack thereof). Yes, I felt that his interaction with me constituted horrific customer service. Some people disagree, and that's fine. Did I claim that it was a horrific world event? Of course not. Does it mean that he doesn't contribute to his community or is an evil person? Of course not. Does it even f'ing matter? ... Only in this context: If you care about getting good customer service and you feel like his wasn't, then don't buy from him. If you don't care about customer service or if you feel like his was a shining example of it, then buy from him.

It's a gear review forum. I posted my experience about a gear purchase.

What's done is done. Let the dead horse be dead.


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By Daryl Allan
From Sierra Vista, AZ
Jul 18, 2012
Me and my Fetish I guess.. ;)

Sorry if I came across as attacking you; that wasn't my intention. I did read the posts and I even put the entire thing as a hypothetical situation to a coworker who actually sided with you in the sense that he would have asked for the discount and would have been offended by his response. That being said, he also stated that posting the private emails up was a bit over the top but that's bridge/water at this point (well, it all kinda is).

Agreed, it's dead. I just felt like Kevin has earned the few of us that feel like I do to post up and share our thoughts. I just can't bring myself to find any offense in his tone. There's certainly no grounds for concluding that anyone was "treated like a total piece of shit" and I just don't see anything that can be construed as "horrific". I've seen horrific customer service.. and THIS aint it! :)


If your post was to genuinely warn people of a possible malevolent merchant, I see your OP as genuine and with good intent. However if you feel that Fixe or Kevin specifically should incur a loss of business due to your experience then I believe your emotions have driven you too far in the wrong direction. Only you know which it was. Either way, you seem upset and although I wouldn't be, I (and others as well) understand and perhaps that's all you needed to hear from the beginning.


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By Geir
From Tucson, AZ
Jul 18, 2012
Toofast

Daryl Allan wrote:
So this entire thing is because of this?? ---------------------- From: Kevin Daniels @ Fixe Hardware To: Me No, Sorry but I cant honor that or I will be honoring something every darn day. kevin THAT is offensive?? Even if i had never dealt with Kevin/Fixe before, if that was the first email I had ever received from him, I think I would have to force myself to find that offensive, rude, or anything less than someone treating me like a person and not insulting me by putting me on some superficial pedestal just to cuddle and pamper me. Unreal.. "move along"


+1000

Additionally, the all-caps title and the use of the adjective "horrific" hardly fits the situation. At worst he was a little bit blunt.

And yes, I read the whole thread.

(Edit to add that I see that Daryl has posted again as I wrote this, another +1)


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By Daryl Allan
From Sierra Vista, AZ
Jul 18, 2012
Me and my Fetish I guess.. ;)

Many folks are talking about using other companies or rather NOT buying from FIXE because of Kenan's experience. I, personally, don't think that any large company would do this:




Re: Your FixeHardware Order
6 messages
Daryl Wed, Jan 21, 2009 at 9:01 PM
To: sales@fixehardware.com
Hi guys,
Somehow the shipping rate went through as the "3 Day Select"
($29.80) and i intended for it to be the "UPS Ground" ($19.53) option.
I selected it but maybe i clicked wrong or something. Is it possible
to change that before billing/shipping?

Thanks,
Daryl



FIXE Hardware Wed, Jan 21, 2009 at 11:14 PM
To: Daryl
howdy

yes i will send it ground and refund you the diffrence

do you need anything else ?

kevin


Daryl Thu, Jan 22, 2009 at 7:30 AM
To: FIXE Hardware
A new drill... lol.. just kidding. No, that will do it this time. How much longer do you think you'll have the hanger special? Just till these are gone? Are there allot left? I wanted to stock up.

Thanks,
Daryl


FIXE Hardware Thu, Jan 22, 2009 at 8:49 AM
To: Daryl
i would get them now

kevin



Just thought I would post something positive..
d


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By Kenan
Jul 18, 2012
Shelf Rd

Geir wrote:
+1000 Additionally, the all-caps title and the use of the adjective "horrific" hardly fits the situation. At worst he was a little bit blunt. And yes, I read the whole thread. (Edit to add that I see that Daryl has posted again as I wrote this, another +1)


Alright. I concede that the subject line of the post was dramatic and has probably added unnecessary fuel to the fire. I have edited it in hopes of helping this come to an end. I still feel strongly about what happened, but enough is enough.


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